Bewick Crescent Surgery

Struggling to reach the practice by phone

It is difficult to reach the practice by telephone as the queue is often unavailable or requires extended waiting periods of nearly an hour. The online appointment system frequently appears to have no availability. On the occasions when contact with reception staff is established, the experience can sometimes feel dismissive and lacking in understanding.

Online consultation system keeps logging out

This practice is becoming increasingly disappointing. I attempted an online consultation at the scheduled time, but was logged out almost immediately afterwards. It seems impossible to connect with anyone to discuss healthcare needs, which is very frustrating. The entire service appears to require significant modernisation.

Phone queue wait was absolutely frustrating

Getting through on the telephone lines is extremely difficult. I spent a considerable amount of time waiting overall, with a significant portion of that spent on hold hearing repeated messages about my position in the queue. The appointment system appears to have experienced some changes that have affected accessibility. However, once I was able to see the clinical staff, I found them to be professional and attentive.

Receptionists cut you off mid-sentence

The clinical staff members are excellent when you manage to get an appointment with them. However, the reception team has been disappointing. On several occasions, we have experienced interactions that felt dismissive and patronising. The receptionists appear eager to end calls quickly and have interrupted me mid-conversation on multiple occasions. Due to these repeated issues, we have decided to switch to a different practice. The overall experience has been frustrating and unhelpful. Following a procedure, a wound required urgent attention and was in a concerning state, yet we had to wait several days before being seen. Even external healthcare providers expressed concern about the delay in treatment. Eventually, we had to travel to another facility to receive proper wound care and dressing, which should have been manageable at the local practice level. This type of situation contributes to strain on the wider healthcare system. Not recommended.

Online booking lets you think things through

The new service has worked well for me, as it allows me to consider everything thoroughly before submitting my request, which helps ensure I don't overlook anything. This approach has resulted in more helpful responses from my GP. I previously experienced difficulties with the appointment process, but since moving away from the traditional early morning phone call system, I have consistently been able to speak with my GP on the same day I reach out to them.

Staff were helpful but booking appointments felt frustrating

I have no complaints about the team members here—they've been excellent with me. As someone managing an ongoing health condition, I've had healthcare professionals visit me at home and they've been wonderful. The reception team is consistently pleasant and accommodating, and the doctors have provided me with outstanding care. My main frustration is with the appointment booking process and the online consultation system, which has limitations and sometimes directs you to book an in-person visit anyway. That said, this appears to be a widespread issue rather than something unique to this practice, likely due to resource constraints across the sector. We're fortunate to have access to the NHS, and it's worth appreciating what we have. 🙂

Reception staff were dismissive and unhelpful

I would give a lower rating if possible. Since relocating with my family, I have found this practice to be unsuitable for my needs. If you have significant ongoing health concerns but are seeking a practice that does not prioritize support and assistance, this may be the right choice for you. I have been disappointed by the approach of the reception staff and feel their manner of communicating with patients is unprofessional and unacceptable.

Phone queue system needs serious improvement

I spent 40 minutes on the phone waiting in a queue of 10 people, only to be disconnected before reaching the front. I had to attempt contacting reception three times. The staff member I spoke with seemed inadequately prepared for their role, so I requested to speak with a manager, but this did not improve the situation. I was told a doctor would call me back, and I was assured this would happen by 8 pm that evening. This call never materialised. Subsequently, I received a text message indicating I would receive a call within two weeks. Given my urgent need for medical attention at the time, I felt the level of service fell significantly short of what I would have expected.

Waiting days for urgent pain relief calls

The appointment and consultation procedures, along with the triage process, could be significantly improved. Even when experiencing discomfort and requiring urgent attention, there can be considerable delays before receiving a call from a clinician—this might occur the same day or several days later. This means managing symptoms independently during the waiting period. Following the initial consultation, there may be further delays before an in-person appointment is scheduled. Given these wait times, attending an urgent care centre might be a more practical alternative.

Appointment system changes made booking harder

I'm quite frustrated with the recent changes to how appointments are managed at the surgery. The new system seems to have made things more complicated rather than simpler. The process now requires logging in online and going through a triage section where you have to provide information about yourself, even though your medical records are already on file. After that, you're waiting for someone to contact you to arrange a telephone appointment. In practice, this means you're essentially on standby all day waiting for a call from whichever clinician becomes available, with no set time. This creates a real problem for those of us who need to use our phones during the working day, as you're expected to keep your line free and be available whenever they decide to ring.

Friendly reception made me feel welcome

Outstanding experience, the reception staff were warm and welcoming, and the healthcare assistant provided excellent support, demonstrating helpfulness, efficiency, a pleasant manner and professionalism that put me at ease. Having recently moved to the area, I was very pleased with what I found. I attended for a health assessment and vaccination, and also arranged a follow-up appointment during my visit, leaving feeling very satisfied.

Phone lines only open for one hour each morning

Disappointing experience. Called this morning at 08:00 hoping to arrange an appointment for a consultation. I was informed that calls for appointment requests were only being accepted between eight and nine, and was asked to ring back at nine. When I called back at nine, I was told all slots were fully booked for the next two weeks and suggested I try again tomorrow at eight o'clock. I've decided not to pursue this further and will manage without the appointment. I've also decided against pursuing preventative treatments at this time.

Reception staff were dismissive and unhelpful

I have been a patient at this practice for many years and previously held it in high regard. However, over the past year my experience has declined significantly. While I understand the challenges posed by recent circumstances, I feel the practice has been slower than others to adapt and move forward. Accessing face-to-face appointments has become very difficult, and even securing telephone consultations feels unnecessarily complicated. I would appreciate seeing the practice modernise its approach and streamline its booking system. Additionally, I have found interactions with reception staff to be somewhat abrupt and unwelcoming. I believe improved communication training for the team would enhance the patient experience considerably.

Phone lines constantly busy and frustrating

I had a frustrating experience trying to reach the surgery for the first time. After multiple attempts to get through, I was repeatedly told that same-day appointments were unavailable and encountered several dropped calls. I simply wanted to arrange a telephone consultation, but found the process extremely difficult to navigate.

Fast-acting doctor who listens and acts quickly

One of the clinicians I've seen at the practice is excellent. They are responsive, attentive to concerns, and highly competent in their role. Within a single day of contacting the surgery for an appointment, I was seen, underwent several investigations, received the results promptly, and was referred to hospital for further care. The NHS would benefit from having more practitioners of this calibre.

Outdated policies and unhelpful reception staff

The practice continues to maintain certain protocols that appear outdated compared to current approaches elsewhere. The team's responsiveness to patient needs fell short of expectations.

Peaceful surgery with courteous staff

The staff were courteous and the environment was peaceful.

Clear signage and welcoming reception staff

The practice had clear directions throughout and the team members were friendly and welcoming.

Friendly reception made the visit pleasant

Excellent experience

Friendly staff made me feel welcome

Consistently demonstrated helpfulness and a welcoming demeanor.